Refund & Cancellation Policy

Last updated: October 2026

This policy applies to services provided by CRELIVO OÜ, registry code 17608823, registered at Sepapaja tn 6, 15551 Tallinn, Estonia. Contact: founder@crelivo.net, +1 581 992 1909.

1. Scope

This policy applies to custom projects, one-time services, deposits, milestone-based projects and monthly managed-service plans. Individual signed contracts may provide additional or different terms. Mandatory consumer law always prevails over this policy.

2. Cancellation before work begins

Where the client cancels before work has started, any refund is assessed on the basis of the work not yet performed and the commitments CRELIVO has already incurred for the project, in accordance with the applicable quotation or agreement. Deposits are not automatically non-refundable: the refund conditions of each deposit are stated in the quotation (see section 5).

3. Cancellation after work starts

Where work has already started, CRELIVO may deduct from any refund, to the extent the contract and the law allow: the value of work already completed, third-party costs already committed, licensed assets already purchased for the project, and work already delivered.

4. Custom digital work

Websites, branding, automation and AI implementations are generally bespoke, created specifically for the client. Refund assessment therefore depends on the project stages already completed and the contractual scope agreed with the client.

5. Deposits

Where a deposit is required, the quotation states its amount, its purpose, when it is payable and its refund conditions. This policy does not define every deposit as non-refundable; deposits remain subject to the quotation and to applicable consumer law.

6. Milestone payments

For business clients and for contractual cancellations outside any statutory consumer withdrawal or conformity remedy, completed and approved milestones are in principle due and non-refundable, unless the applicable agreement provides otherwise. For Consumers, milestone approval never removes a mandatory right of withdrawal, conformity, price reduction, termination or reimbursement. Amounts paid for milestones not yet started are assessed under section 2.

7. Monthly managed-service plans

CRELIVO's currently advertised monthly managed-service plans (Care, Business Care, Premium Care) are manually renewed: no additional monthly payment is automatically collected and CRELIVO does not automatically charge the client's payment method. To stop at the end of a paid period, the client may simply choose not to purchase the following service period — no cancellation procedure is required. Unless otherwise agreed, service continues until the end of the paid period. If the client wishes to stop the service during an already-paid period, sections 2, 3 and 10 of this policy and applicable law apply. Questions: founder@crelivo.net.

8. Duplicate or incorrect payments

Duplicate card charges, accidental duplicate bank transfers and payment-processing errors are refunded after verification. Report them to founder@crelivo.net with the payment reference.

9. Failure by CRELIVO to provide the service

If CRELIVO cannot deliver an agreed service and no reasonable alternative can be provided, a partial or full refund may be due, based on the unperformed portion of the service and applicable law.

10. EU consumer right of withdrawal

Eligible consumers who conclude a distance service contract generally have a statutory 14-day withdrawal period starting on the conclusion of the contract. If the consumer expressly requests that the service begin during that period, the consumer may be required to pay for the portion already performed before withdrawal, where the law permits. Where the service has been fully performed during the withdrawal period, the right of withdrawal is only lost where the statutory conditions are satisfied. See the Right of Withdrawal page for details and a model form. Nothing in this policy limits mandatory consumer rights.

11. Refund method

For a valid statutory consumer withdrawal, CRELIVO reimburses all payments due using the same means of payment used for the initial transaction, unless the Consumer expressly agrees to another means and incurs no fee. This rule is not subject to CRELIVO's discretionary approval. Other contractual or goodwill refunds are returned by the agreed or technically appropriate method; card payments are not refunded in cash.

12. Refund processing time

For a valid statutory consumer withdrawal, CRELIVO initiates the reimbursement without undue delay and no later than 14 days after being informed of the withdrawal. Other refunds are processed without undue delay and within the period required by the applicable agreement and law. The additional time needed for a correctly initiated refund to appear on the client's account may depend on the payment service provider or bank.

13. Chargebacks

If you believe a charge is incorrect, please contact CRELIVO first at founder@crelivo.net — most billing issues can be resolved quickly and directly. This does not limit any rights you may have towards your bank or card issuer.

14. How to request a refund

Email founder@crelivo.net with your name, your company (if applicable), the invoice or order reference and the affected service. A reason may help us assess an ordinary contractual or goodwill request, but no reason is required to exercise a statutory right of withdrawal. Never send full payment-card numbers by email; CRELIVO will never ask for them.

15. Consumer rights

Nothing in this policy removes or limits statutory rights available to consumers under applicable law.